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Fall City, Washington 98024

425.222.4727 home 206.947.3447 cell
OBJECTIVE: Senior Customer Service & Sales Support Leadership
* Exceptional leader of complex customer service, sales and technical support or
* Known for ability to build, mentor and develop highly motivated, productive an
d loyal teams
* Successfully developed and implemented key business improvement/cost-savings i
* Results-oriented with passion for creating benchmark service, satisfaction and
* Proven ability to simultaneously manage multiple tasks, projects, assignments
and teams across functions, sales channels, sites and sales regions
* Creative troubleshooter able to quickly identify and resolve problems at all l
* Effective communicator able to clearly present complex information to diverse
* Highly effective in change management and restructuring teams, processes and p
ractices to dramatically improve efficiency, productivity, profitability and cus
tomer satisfaction
* Respected by customers, employees, supervisors, peers, executives, and other s
takeholders for vision, follow through, and commitment to excellence
Verizon Wireless, Bellevue, Washington 1984 to 2008

DIRECTOR, CUSTOMER SERVICE, NW REGION - Verizon Wireless, 2004 to 2008

Selected by Region President to turn around the consumer call center, serving fo
ur Northwestern states and Hawaii. Led team of up to five associate directors,
50 supervisors, and 800 representatives handling four million inbound customer c
alls per year.
Conferred with all employees, sales teams, and other stakeholders to identify is
sues and develop end-to-end solutions. Implemented a sales and service-centric c
ulture among Center service teams which improved both morale and KPI dashboard p
erformance. Dramatically improved partnerships and communication between service
, retail, dealer, marketing, telesales, finance, and network groups. Upgraded C
SR training to include CRM programs, equipment and feature sales/referrals, and
technical support which substantially improved customer retention, sales and res
olution time.
Created specific action plans to solve key dissatisfaction areas in the customer
experience including billing, network quality, equipment upgrades and business
practices. Analyzed data from all distribution channels, POS, and customer surv
eys to design initiatives to improve customer experience such as First Contact R
esolution and Total Account Servicing.
Special Achievements
* Bellevue Customer Center and NW Sales teams were consistently ranked #1 region
in west area and in Top 5- 10 nationally as measured by JD Powers CS surveys, c
ustomer Loyalty/Retention metrics (churn, contract renewals/sales), Self-Serve a
doption, Call-in-Rate and Repeat Calls.
* Consistently #1 Center nationally in lowest customer Call-in-rate and Repeat c
* Significantly increased Customer Survey results for first contact resolution (
FCR) from 68% to 80% and CSR Courtesy from 76% to 94%
* Promoted 32 CSR's to supervisors, 4 supervisors to managers; mentored 4 manage
rs to directors
Katie Williams Page Two

DIRECTOR, BUSINESS & FIELD SERVICES - Verizon/AirTouch Cellular 1998 to 2004

Selected by VP of Customer Service to implement a global initiative which consol
idated all sales support (B2B sales teams, retail stores, resellers, and dealers
), order activation, inbound call center, technical support, and e-care into sin
gle support organization for a 12 state area. Restructured and managed cross-fu
nctional business and technical centers in Irvine, Sacramento, and Bellevue. Su
pervised a 550 team of managers, supervisors, and CSR's. Created a nationally re
cognized benchmark organization completing all project milestones ahead of time
and to the satisfaction of all regional sales, marketing, network, and service l
eadership. Initiated partnerships with peers across company to champion improve
ments to B2B, e-care and technical support business processes.
Special Achievements
* Selected to represent all Customer Service on national B2B/Enterprise team to
envision and roadmap future sales and support strategies (2004).
* Received prestigious President's AirTouch Cellular Change Agent Award (2002).
* Initiated instantaneous activation systems for dealers and direct sales teams
well before competitors.
* Led transition to sales force automation: introduced order entry/activation s
ystems which reduced Center workload 30%, POS time 50%, and dramatically improve
d first bill accuracy.
* Reduced Tech Support trouble tickets due to network upgrades and outages by 75

Prior Verizon Experience

BRANCH SALES CENTER MANAGER, AirTouch Cellular, Seattle, WA 1992 to 1995
CUSTOMER SUPPORT MANAGER, US West Cellular/NewVector, Bellevue, WA 1984 to 1992
* IEX Workforce Management, Aspect Phone Systems, Peoplesoft, Microsoft Office
* Net Promoter, CRM tools, and Verizon internal systems (ACSS desktop, Vision Bi
lling, Order Activation, Sales Force Automation, E-care, Technical Support, TNI
and Retail Inventory)
* Consultative Sales, Business Account Management, Project Management, Coaching,
Training Techniques, Human Resources/Employment Law, Strategic Planning, Financ
e/Budgeting, Succession Planning, Organizational Development, Performance Manage
ment, Quality & Process Improvement (Kaizen/Deming), Business Continuity, intern
al Verizon courses
* Leadership/Change Management, Harvard Online
* Change Management, Don Klassen & Rory Alpanap Courses & Seminars
* Leadership/Accountability, Chris Avery Seminars
* Call Center Fundamentals/Workforce Management, Various External
* Communication Studies, Highline Community College & University of Washington
* Lighthouse for the Blind program within Verizon Wireless Bellevue-based call c
* YWCA and New Beginnings - Focus on domestic violence and shelter programs
* Volunteer - Senior Center, local food banks, Susan G. Komen, St. Vincent's Hom